Application Support Engineer Reports Support SME

JP Jimmy Phan

678-***-**** E: *************@*****.***

Atlanta, Georgia 30319

PROFESSIONAL

SUMMARY

Creative problem-solver with over two years of experience in IT Support possessing excellent troubleshooting, debugging, documentation, and communication skills. Adept at offering technical support to assure high-level customer satisfaction through analyzing and collecting customer data to determine the cause of the problem and following up to ensure resolution. Success at improving application flow processes, handling quality assurance activities, solving technical issues, assisting customer support departments, and optimizing application performance.

SKILLS Data Privacy

Technical Application Support

Efficiency with Ticket Resolution

Customer Service & Support

Analytical Skills

Adaptive Product Knowledge

Proactive Monitoring

Troubleshooting

Technology Solutions

Root Cause Analysis

TECHNICAL SKILLS Salesforce JIRA Zendesk Single-Sign On (SSO) REST API Postman Eclipse IDE MS Office Suite MySQL IntelliJ IDEA Java UNIX Bash WORK HISTORY APPLICATION SUPPORT ENGINEER / SUPPORT 01/2020 to 04/2020 REPORTS SME

OneTrust Sandy Springs, GA

Top-performer of Functional Support for February and March for all metrics; 147 Cases-Closed in March with 98.7% CSAT

Point of contact for the entire Support team as the Reports module Subject- Matter Expert, analyzing and drafting product documentation for design, potential application defect, and properties for functionality. Using complex problem-solving skills to serve an average of 20 clients daily and provide expert software solutions

Communicated technical applications and information to customers regarding data privacy/protection to assist numerous businesses according to GDPR and CCPA regulations

Assist clients with OneTrust SSO configuration, integration, and troubleshooting with the organization's IDP

Custom-built privacy integrated workflow using system integration and API for the clients' existing application workflows

Address various high prioritized issues and perform root-cause analysis, collaborating with various members across the development team for research and resolution within a 4-day SLA

https://www.linkedin.com/in/jimmyxphan/

FIELD TECH SUPPORT ANALYST 08/2019 to 01/2020

Atlanta Public Schools Atlanta, GA

Diagnose, troubleshoot, and resolve application, and hardware related issues

(pcs, laptops, monitors, printers, peripherals, mobile devices, VPN, and software applications)

Resolve upwards to 20 tickets daily, both internal and external customer support requests utilizing remote access tools available Support a teaming environment with field support technicians at 3 other schools within the assigned cluster

Perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention Maintained, troubleshot, upgraded, imaged, or replaced application and hardware to meet business needs

WARRANTY SUPPORT ANALYST BREAK-FIX 08/2018 to 08/2019 TECHNICIAN

Prologic ITS Forest Park, GA

Diagnosed and resolved hardware and software issues (i.e. Windows OS, networking issues and prevent possible security threats) Resolve upwards to 25 issues per day via Kase Support ticketing system Imaging and Image recovery using Ghost and WDS

Safely transferring user's data via peer to peer, network and other methods Summer project: lead inventory, cross-referencing battery to budget differences with Microsoft Suite and Google Suite

Provided outstanding quality customer service, ensuring satisfaction with solutions provided

EDUCATION BBA Computer Information Systems

Georgia State University, Atlanta, GA

CERTIFICATIONS The Unix Workbench - Coursera

The Ultimate MySQL Bootcamp: SQL Beginner to Expert What is Data Science? - Coursera

OneTrust Certified Privacy Management Professional (OTCP) - OneTrust

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